Survey Monkey by Momentive - Industry Ebook [Retail]

See how our partner SurveyMonkey tackles challenges in the retail industry. From big-picture problems, to the specific needs of a VP of customer experience, SurveyMonkey Enterprise has it covered. Here’s how SurveyMonkey Enterprise helps retail organizations like yours. SurveyMonkey Enterprise provides the security, collaboration, and integration capabilities to give organizations confidence in centralizing around one survey tool for their entire organization. Keep reading to learn how SurveyMonkey helps a VP of customer experience at a beauty brand improve customer experiences and build brand loyalty. Security Advanced compliance features protect sensitive customer data. Integration Automatically send surveys after every customer interaction and map data to Salesforce. Collaboration A single, centralized survey tool makes it easy for teams to work with each other, across departments. Industry Insider RETAIL

Net Promotor Score® (NPS) Programs The Challenge: Today’s customers expect a personalized experience that always meets their needs, and they are not afraid to switch brands to get that experience. Dissatisfied customers have ample opportunities to say negative things about your company. The Solution: SurveyMonkey makes it easy to identify areas of improvement after key customer moments and interactions to improve overall customer satisfaction. Discover who your promoters and detractors are through relational and transactional NPS, and take actions that turn your customers into vocal advocates. Brand Tracking The Challenge: Inflation has impacted retail consumer buying habits, making it more important than ever to build brand loyalty. Retailers need an up-to-date understanding of which branding strategy and marketing efforts have a positive impact on brand health. The Solution: SurveyMonkey helps you instantly surface meaningful trends by monitoring brand health metrics such as awareness, consideration, loyalty, and associations. AI models dig through your data to surface statistically significant data. Price Optimization The Challenge: Pricing decisions can make or break your product’s success. Too low and you leave money on the table; too high and you lose sales volume, and potentially customers. The Solution: SurveyMonkey Enterprise enables you to maximize your product’s revenue potential by identifying the optimal price point and range. Built-in expert methodology and guidance give you the confidence to set up your project and analyze results. Customer Satisfaction Score Tracking The Challenge: From the in-store experience, to online shopping, today’s retailers need to ensure quality and consistency. With so many channels for feedback, it can be difficult to understand at what points customers are dissatisfied and quickly act to adjust their experience. The Solution: CX leaders use SurveyMonkey to quickly and easily measure CSAT so they can better understand what’s working well, and where there are areas to take action. Features like multichannel response collection make it easy to capture CSAT data. The Solution SurveyMonkey helps retail brands better understand their customers and respond quickly to their feedback to improve customer satisfaction and build brand loyalty. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.

The Scenario In this example, let’s imagine how a VP of customer experience uses SurveyMonkey to get real-time insights on her industry, customers, competitors, and brand. SurveyMonkey solves Fiona’s challenges by helping her to: Use real-time customer insights to track sentiments about her company. The constant flow of market research data from 175M+ panelists in 130+ countries allows Fiona to keep a live pulse on consumer preferences. She is able to ensure respondents reflect the right target customers with 200+ attributes and custom screeners available. AI digs through the data and alerts Fiona to any statistically significant shifts. Create a multidimensional, omni-channel NPS program. Fiona is now able to measure the impact of her company’s customer experience programs and understand how they measure up against competitors. Use customer satisfaction surveys to get actionable data. SurveyMonkey’s seamless Salesforce integration automatically feeds customer responses into Salesforce to create a single source of truth and ensure companywide visibility. Accurately determine the optimal price. In-product guidance and best practices make price optimization a breeze for Fiona’s team, and it helps ensure a positive customer experience at the point of purchase. Fiona and her team are responsible for creating a consumer-centric business strategy with end-to-end market insights. Fiona Feedback VP of Customer Experience Learn more about SurveyMonkey Enterprise Her Goals: • Evolve the company’s strategy and stay on top of global trends • Meet the diverse needs of the company’s customer base • Create a single source of truth for customer feedback • Deliver an excellent customer experience Her Challenges: • Tracking customer preferences across the U.S., Asia, and Europe • Determining optimal price points across markets • Overwhelming amount of disconnected feedback makes it difficult to understand what’s working well and where there are opportunities to improve